Overview

The Statflo Activity report provides a live overview of all activities, on a Smart List or not, within a specific date range. This report is useful for evaluating your team’s performance — from text messages sent, the quality of conversations had, calls made, and more!

How to Use This Report

1. Use Filters to Narrow Down Your Search

Filter	Meaning
From Date	The start of the timeframe for reviewing activities
to	The end of the timeframe for reviewing activities
Smart List Status	Select Activity on a Smart List to see activity linked to a specific Smart List. The Smart Lists dropdown field will appear. Select Activity NOT on a particular Smart List to view activities not linked to a specific Smart List
Smart Lists	The names of Smart Lists — select All for a comprehensive overview or select a Smart List to narrow down your analysis
Sales Rep	The Sales Rep name — select All to view collective performance metrics or select a Sales Rep to evaluate their individual outreach efforts
Store	The Store name — select All to review aggregate performance across all locations or a Store to analyze store performance and local customer engagement
Account Type	The type of customer account. Select a specific Account Type to refine your focus: All - Review all account types in your analysis for a comprehensive view of all activity Business Only - Review activity in small-medium businesses Corporate Only - Review activity in large corporate organizations Deactivated Only - Review deactivated accounts to identify trends or issues that may have led to account closures and to explore re-engagement strategies Individual Only - Review activity on individual accounts Leads Only - Review accounts that are potential customers to monitor initial outreach effectiveness
Brand	Product brands — this filter will only appear if your organization supports multiple product brands; if so, select All to see all brands or select a specific brand to focus your analysis on that brand’s products or services

2. Analyze Smart List Progress

Column	Meaning
First Name	The first name of a Sales Rep
Last Name	The last name of a Sales Rep
Sales Rep ID	The unique identifier of a Sales Rep
Last Activity	The date and timestamp of when a Sales Rep last conducted activity on an account
SMS Sent	The total number of text messages sent from a Sales Rep to a customer in the timeframe selected in the Date filters
SMS New Conversations	The total number of new text conversations started by a Sales Rep with a customer in the timeframe selected in the Date filters
SMS Received	The total number of text messages a Sales Rep received from a customer in the timeframe selected in the Date filters
Calls Made	The total number of outbound calls made by the Sales Rep in the timeframe selected in the Date filters If your team uses in-app calling, the number of calls made will be automatically displayed If your team manually calls customers from the company phone, they can manually input this information into Statflo through Log An Activity
Calls Answered	The total number of calls that were answered by the customer in the timeframe selected in the Date filters If your team uses in-app calling, the number of calls answered will be automatically displayed If your team manually calls customers from the company phone, they can manually input this information into Statflo through Log An Activity
Avg. Call Duration	The average duration of all calls made by a Sales Rep to a customer in the timeframe selected in the Date filters The average call duration is automatically calculated and displayed only if your team uses in-app calling
Leads Created	If relevant, the total number of leads created by a Sales Rep in the timeframe selected in the Date filters
Opportunities Created	The total number of opportunities created by a Sales Rep in the timeframe selected in the Date filters
Closed Won	The total number of opportunities closed won by a Sales Rep in the timeframe selected in the Date filters
Notes	The total number of customer notes taken by a Sales Rep in the timeframe selected in the Date filters
Emails	The total number of emails sent by a Sales Rep to a customer, as recorded through Log An Activity, within the timeframe specified by the Date filters
Meetings	The total number of appointments booked by a Sales Rep for the timeframe selected in the Date filter. Please note that this count may also include appointments that are booked for dates outside of the selected timeframe

Coaching Tip 1

Understand SMS Metrics

Coaching Tip 2

Address Sales Rep Inactivity

If SMS Sent = SMS New Conversations, this means the Sales Rep only sent out Chat Starters and did not reply to anyone yet.

Ideally, SMS Sent should be greater than SMS New Conversations if your Sales Rep is actively engaging in conversations and sending out replies.

Please note that SMS Received can be lower than SMS New Conversations because:

Not every customer will respond
Customers might not have had the chance to respond yet, especially if the Chat Starters were sent out recently

Regularly monitor these SMS metrics to gauge engagement levels. Encourage your Sales Reps to send out Chat Starters and replies, actively engaging in ongoing conversations.

Check the Last Activity column for signs of inactivity — no activity for an extended period (e.g. 5 days).

If this is the case, open the Smart List Progress report and review your Sales Rep’s Attempt Rate.

If their attempt rate (Attempted / Accounts in List) is not 100%, reach out to them and provide some coaching tips.

Coaching Tip 3

Customize Your Report

In either the Smart List Progress report or the Statflo Activity report, view and hide columns — reporting customized, just for you.

3. Review Conversation Quality

Click anywhere in a Sales Rep’s row to enter Audit View to see an overview of interactions they are having with customers and evaluate the quality of their conversations.

Select the following expandable sections to view sent Chat Starters, customer responses, logged appointments, and more. Understand what each drop-down means by reviewing “Step 2: Analyze team performance.”

Coaching Tip 1

Review Sales Reps’ Individual Texts and Full Conversations

Coaching Tip 2

Analyze Customer Replies

To gain insight into your Sales Reps’ outreach communications, click on SMS Sent to view their sent messages (including both Chat Starters and their replies).

For a more detailed view, click on a customer’s name to go to their Account page to view the whole conversation in the Timeline, or click the SMS button in the Contacts box to view the conversation on the Conversations page.

Regularly review individual messages and full conversations to assess the quality of conversations and provide coaching opportunities to Sales Reps to improve their communication skills and strategies.

Click on SMS Received to view all messages your Sales Rep received from customers they reached out to.

For a more detailed view, again, click on a customer’s name to go to their Account page to view the whole conversation in the Timeline, or click the SMS button in the Contacts box to view the conversation on the Conversations page.

Coaching Tip 3

When viewing the SMS Sent section…

If a Sales Rep has been responding to customers…

If a Sales Rep hasn’t been responding to customers…

The conversations will include both Chat Starters and follow-ups. Search for coaching opportunities.

Review Quality Conversations (Texting Guide) and offer guidance to Sales Reps to improve their customer conversations.

For example:

If a customer expressed interest in a phone and the Sales Rep responds vaguely (e.g “Awesome, pop by anytime, we’d love to help you out!”), coach them towards more specificity.
Encourage replies like, “That’s awesome to hear! I work Wednesday, Friday, and Saturday this week — would you be able to come by and see me one of these days?”

The conversations will include only or mostly Chat Starters. Touch base with your Sales Rep to follow up.

Then, check 2-3 days after to see if they’ve followed up with their customers.

For example:

A gentle reminder can be effective: “Hey [Sales Rep Name], I noticed some customers are waiting for a text back. Do you think we can we get back to them soon? If you’re swamped or need a hand, let me know. I’m here to help!”

What’s in this for me?

Smart List Progress Report Guide

Sales Rep Quick Reference Guide

How to create a Generated Smart List with the Campaign Manager

Inbound Texts